Exploring the impacts of using the artificial intelligence voice-enabled chatbots on customers interactions in the United Arab Emirates

Abstract

Over the past decade, chatbots have experienced a significant increase inpopularity, especially since the outbreak of COVID-19. In the United ArabEmirates, most businesses have accelerated their digital transformation andare relying on chatbots as a primary way to interact with customers. However,many of these chatbots lack a voice input option for customers. This studyinvestigates the benefits and challenges of incorporating artificial intelligence(AI) voice-enabled chatbots into United Arab Emirates (UAE) businesses andhow this impacts customer experience. Qualitative research techniques wereused to gather information, and the results demonstrate that implementing AIchatbots with voice input and sentiment analysis features can enhance thecustomer experience by making it more efficient and convenient.Additionally, the study found that AI chatbots can ultimately save businessestime and money, and while they may reduce the need for human agents, theywill not replace them entirely. Finally, an implementation framework andsuggestions are provided for businesses that are interested in adopting AIvoice-enabled chatbots for customer interactions.